IT Customer Support Specialist

Client Support Percy Street, Newcastle upon Tyne


Position at J2 Cloud Services

Customer Support Specialist

As a valued member of our customer support team you will communicate directly with our fast growing end users to resolve technical and billing queries on their Campaigner accounts and play a key role in supporting our current and potential new clients within J2 Global.   

You will be a problem solver and tech savvy who will handle cancellations/retention's and be our customer advocate for the Campaigner business.

The day to day:

  • You will be responsible for answering CSR first line technical & billing questions efficiently, accurately and in a professional manner.
  • Handle Strategic accounts (PSP), Corporate Level clientele.
  • Monitor and reply to Customer emails from the Salesforce Q’s
  • Collaborate with other departments such as Client Success, Account Managers, Sales and Tech on issues such as outages, New business, Account queries and help with resolutions when possible.
  • You will take responsibility for learning, in detail, about the company products and using this knowledge to solve customers’ technical and billing problems and seeing these through to completion.
  • Maintain client work schedule and service level requirements
  • Identify and record all customer calls in Salesforce and provides troubleshooting aids to assist colleagues in solving problems for the future.

About you:

We are looking for an energetic & ambitious professional who is looking for their next career step with an interest in working for a Multinational Cloud organisation. We ideally need someone with 1 years’ experience within a Technical Support/ Call centre role who has excellent communication (verbal & written) and strong problem solving skills.

We need a proficiency user of MS office, Salesforce and an all-rounder who has experience dealing with customer technical issues.

A bonus would be Macintosh experience and a 2nd European language but not essential for this role.

About us

J2 Martech is a global organization with offices in Canada, United States, United Kingdom, Ireland and Ukraine. J2 Global’s Martech brands arm small- and medium-sized businesses with digital tools that enable them to attract, convert and retain customers. We specialize in Email Marketing and deliver marketing value to over 550 million people a month.

Do you shop online? Are you subscribed to a monthly email newsletter from any of your favourite stores or companies that promotes new products, discounts or other services? That’s an example of what we provide - products and services that enables companies to create and send these emails and newsletters out to its customers.

We are growing rapidly and looking for exceptional new team members to add to our teams that will help take us to the next level.

J2 MarTech believes that “Doing > Talking” and embraces the business and societal imperative to have a diverse and inclusive organization. We are taking actions today to build and sustain a global employee population that mirrors the diverse communities we serve around the world.

J2 Global offers great employee benefits, including, but not limited to: Health Insurance, Parental Leave, Maternity Leave, Volunteer Time Off, Wellness Programs, Employee Stock Purchase Program and Flexible Time Off

If you’re seeking a supportive, team-focused and dynamic work environment where you can see the direct impact of your performance and get rewarded for it, then apply today and come start your rewarding career with us!

* This will be a remote position until restrictions lift and then be based from our office in Newcastle City Centre. The operating hours will be Monday to Friday, 9am-5.30pm with some Bank Holidays required on a rotational basis where you will receive a day in lieu if worked. There will also be a 6-8 week training shift of 1-9pm GMT to work alongside our colleagues in Canada.